In today's rapidly digitizing landscape, companies are increasingly seeking solutions to make customer service faster, more efficient, and more economical. Among the most adopted tools are chatbots and artificial intelligence (AI) agents, technologies often confused but with distinct functions and different outcomes.
Automation specialist Luciana Papini explains the differences between the two approaches, the risks of misuse, and how to strategically combine them to scale customer service without compromising the customer experience. Many companies confuse chatbots with AI. This compromises their strategy. Each tool has its role, and knowing where to use each one avoids waste and increases return.Please provide the Portuguese text that follows ", afirma." I need the complete sentence to translate it accurately.
What are chatbots and AI agents?
Chatbots are programs based on predefined rules. They respond to specific commands, such as "operating hours" or "second copy of the bill," based on configured FAQs. Simple, fast, and low-cost, they are ideal for repetitive and structured tasks.
AI agents go further. They use techniques like natural language processing (NLP), machine learning, and contextual analysis to interpret messages, adapt responses, and learn over time. This enables more human-like interactions, capable of handling multiple scenarios and variations in language.
If the chatbot operates with a script, the AI agent works with intelligence. It recognizes patterns, identifies intentions, and improves the user experience with each interaction."Explains Papini."
When to use each one?
The distinction between the two depends on the process's complexity level. According to Luciana, standardized and low-variance flows, such as balance inquiries, order status, or contact information, work very well with chatbots. However, situations requiring contextual interpretation, personalized responses, and understanding of multiple intentions necessitate AI agents.
She warns that the most common mistake in companies is trying to apply AI to simple tasks or attempting to solve complex problems with only a chatbot. Poorly implemented AI is expensive. Using a chatbot beyond its necessary scope frustrates the customer. Ideally, combine both solutions intelligently, creating a smooth user journey and efficient business process. Please provide the Portuguese text you would like translated. "Pontua" is just a verb, and needs context to be translated accurately.
Results for businesses
According to McKinsey, companies that integrate AI and automation into customer service see, on average, a 20% increase in productivity and a reduction of up to 30% in operational costs. Benefits include:
- Reduction in average service time
- Improving the customer experience
- Support Team Optimization
- Conversion rate increase in sales
- 24/7 availability, with no extra cost.
These advantages, according to Luciana, are not limited to large companies. Even a microentrepreneur can start with a simple chatbot on WhatsApp. The key is to have clarity on the objective and choose the right tool.Please provide the Portuguese text that follows ", afirma." I need the complete sentence to translate it accurately.
IDC projections indicate that by 2026, 75% large enterprises will adopt AI integrated with automation for real-time decision-making. However, this advancement requires technical preparation. The automation manager needs to understand how AI fits into workflows, how it can improve the customer journey, and how the generated data informs business decisions. It's an increasingly strategic role., he concludes.
